Banking

Banking Scenario¶

Model: Service-first · Entry: BankingConcierge · Handoffs: All discrete

Architecture¶

         ┌──────────────────┐
         │ BankingConcierge │ ← Handles 80% of requests
         └────────┬─────────┘
                  │
        ┌─────────┴─────────┐
        ▼                   ▼
  ┌───────────┐      ┌──────────────┐
  │   Cards   │ ◄──► │ Investments  │
  └───────────┘      └──────────────┘

All handoffs are discrete — feels like one continuous conversation.

Agents¶

Agent	Purpose	Key Tools
BankingConcierge	Entry point, general banking	`get_account_summary`, `refund_fee`
CardRecommendation	Credit cards, e-signature	`search_card_products`, `finalize_card_application`
InvestmentAdvisor	401k, retirement, tax	`get_rollover_options`, `calculate_tax_impact`

Test Scripts¶

Script 1: New Job Setup (Golden Path)¶

Customer needs direct deposit + 401k rollover guidance

Full Conversation

#	Caller	Agent	Tool
1	"I just started a new job"	"Congrats! Direct deposit or 401k questions?"	—
2	"Direct deposit first"	"Your routing: 021000021, account ends 4567"	`get_account_summary`
3	"Now my old 401k"	"Let me check your retirement accounts"	→ `handoff_investment_advisor`
4	—	"You have $75k at TechCorp. Four options..."	`get_401k_details`
5	"What if I cash out?"	"20% withholding + 10% penalty = $30k+ loss"	`calculate_tax_impact`
6	"I'll do the IRA"	"Smart. Contact TechCorp to initiate."	—
7	"Any travel cards?"	"Let me find options"	→ `handoff_card_recommendation`
8	—	"Sapphire Reserve: no foreign fees, lounge access"	`search_card_products`

Validated

[x] Discrete handoff Concierge → Investment
[x] Cross-specialist handoff Investment → Cards
[x] Tax impact calculation with penalties
[x] Natural conversation flow

Script 2: Card Application (E-Signature)¶

Customer applies for travel card with full e-sign flow

Full Conversation

#	Caller	Agent	Tool
1	"I want a travel card"	"International travel often?"	—
2	"5 times a year"	"Sapphire Reserve is best. No foreign fees."	`search_card_products`
3	"Annual fee?"	"$550, but credits offset for travelers"	`search_credit_card_faqs`
4	"I'll apply"	"You're pre-approved! Sending agreement..."	`evaluate_card_eligibility`
5	—	"Check email for 6-digit code"	`send_card_agreement`
6	"Code is 385729"	"Verified. Finalizing..."	`verify_esignature`
7	—	"Approved! Ships in 3-5 days."	`finalize_card_application`

Validated

[x] Product search by preference
[x] FAQ retrieval for fees/APR
[x] Full e-signature flow
[x] Application finalization

Script 3: Fee Dispute¶

Platinum customer disputes foreign ATM fee

Full Conversation

#	Caller	Agent	Tool
1	"Question about a fee"	"Let me pull your transactions"	`get_recent_transactions`
2	"The London ATM fee"	"$18: $10 bank fee + $8 ATM owner fee"	—
3	"Can you waive it?"	"As Platinum, yes. Process refund?"	—
4	"Yes"	"Done. Credit in 2 business days."	`refund_fee`
5	—	"Cards with no foreign fees could help. Interested?"	—

Validated

[x] Transaction lookup with fee breakdown
[x] Tier-based waiver eligibility
[x] Permission before refund
[x] Proactive next-best-action

Configuration¶

registries/scenariostore/banking/orchestration.yaml

name: banking
start_agent: BankingConcierge

agents:
  - BankingConcierge
  - CardRecommendation
  - InvestmentAdvisor

handoffs:
  - from: BankingConcierge
    to: CardRecommendation
    tool: handoff_card_recommendation
    type: discrete

  - from: BankingConcierge
    to: InvestmentAdvisor
    tool: handoff_investment_advisor
    type: discrete

  - from: CardRecommendation
    to: InvestmentAdvisor
    tool: handoff_investment_advisor
    type: discrete

  - from: InvestmentAdvisor
    to: CardRecommendation
    tool: handoff_card_recommendation
    type: discrete

  - from: CardRecommendation
    to: BankingConcierge
    tool: handoff_concierge
    type: discrete

  - from: InvestmentAdvisor
    to: BankingConcierge
    tool: handoff_concierge
    type: discrete